Measuring the effectiveness of a call center is not the easiest of tasks, yet BenchmarkPortal (News - Alert) has been able to develop a system of metrics that accurately assesses call centers for different aspects of call handling and customer interaction.
With key performance indicators from which to judge including first call resolution, cost per call, call waiting time, customer satisfaction and agent satisfaction, BenchmarkPortal settled on the winners of its 2012 Top 100 Call Center Contest, and recently released the results.
In the large center category, with over 250 agents, Cigna obtained first place, Affinion Group obtained second place, and Regions Bank was third. In the medium-sized center category (100-249 agents), the winners ranked City of Edmonton (Alberta), BMO Harris Bank and New York Life Insurance Co., AARP Operation – from first to third, in that order.
In the small center space (5 to 99 agents), Delage Landen, Neill Corp. and Delta Dental of Wisconsin ranked first to third, respectively.
“BenchmarkPortal salutes the winners – they are definitely leaders in the call center industry,” said Bruce Belfiore, BenchmarkPortal CEO. “Our Top 100 Award places a contact center among the best in the industry in terms of quality of service and cost efficiency. Their key metrics were benchmarked against our database – the largest in the world of contact center metrics. This is a great accomplishment.”
Participants in the contest each received a customized report benchmarking their companies against those of their peers, in addition to Web-based readouts of the report with a certified BenchmarkPortal expert.
“The award process is based on actual performance,” stated Belfiore. “Recipients of the Top 100 Award have demonstrated, on a very objective basis, that they provide superior service and financial performance as compared with their peers. We congratulate them.”
BenchmarkPortal recently recognized Firstmark Credit Union's Call Center operations among the top performers in its category in North America.
Edited by Braden Becker